Taking Cloud Telephony To The Next Level

by Sohini Bagchi    Feb 22, 2016

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The emergence of new age technology companies in the areas of e-commerce companies, radio taxis, and online healthcare is driving the adoption of cloud telephony in India. Taking cloud telephony to the next stage Spark TG has carved a niche, working on unified communications and provides contact centers to its customers. In a recent interview with CXOtoday, Spark TG’s COO, Sumitr Tyagi, explains the cloud telephony market in India and how the technology is helping businesses in more ways than one.

How cloud telephony has changed the way businesses look at voice communication?

Businesses, big or small, want to capture each lead that is in store for them. Instead of using conventional communication methods, companies today are switching to cloud telephony for the rich features the service offers. Cloud Telephony not only it makes it easy for customers to reach companies using any channel they want to (Voice, mail, chat, social media etc) but makes the whole experience much better with regional languages, easy IVRs, simple and tracked communication giving them personalizedresponses.

Companies also have complete and real-time picture of customer communication that helps them take quick action to reduce grievances, create a better offering and increase their sales.

In which sectors do you see a traction in the adoption of cloud telephony and why?

Companies across various sectors are understanding the importance of cloud telephony and how it is an important fragment of their business that is going to add extreme value. We have seen its adoption in almost all sectors like education, healthcare, ecommerce, real-estate, manufacturing Govt. and political. We also feel government needs to implement this solution in almost all its departments to increase their efficiency, reduce citizens’ issues and grievances without incurring any costs.

Tell us about your current projects in this area?

We are closely working with All India and state helplines of AAP (Aam Aadmi party). Then we are working on various projects including, IMD and IITM’s Toll Free for real-time weather and pollution information. our other work includes, Cloud Contact Center Solution for regional and central contact centers of CSC, Aakash Institute, Jakson Limited, DogSpot and Zopper.

What challenges you face in the Indian market?

Since VoIP is not legal in India, Cloud telephony providers have a huge dependence on telecom providers which not only increases the cost of the service but also the quality of the solution hinges on telecom network quality.

Since SparkTG offers a quality solution with quick support, the pricing of the solution is based on the investment not only on technology but also on right resources to deliver the state of art solution. However, our competition is offering a comparatively less quality solution with limited support to compete in the price war that’s prevailing in the market. But we find it tough to convince customer on how our solution is better than competitors and why he should pay a premium for the similar product.

What are the company’s expansion plans?

SparkTG’s unified communication offers multiple solutions for various verticals in a company using its inbound, outbound and blended communication. Since the entire solution is on cloud i.e. Internet-based voice and data communication, they are quick to implement and there is no capital investment resulting in business able to show instant return on investment (ROI) and an increased top-line. Besides offering Unified communication solutions, our R&D team is working on solutions and services around IoT and M2M. There are lot of activities and research going around these technologies in the market to make most of the already existing data and information.

What’s the future of Cloud telephony in India?

The industry is growing at the rate of 12.4% and is expected to continue with the growth in the coming year too. Gartner or Frost & Sullivan till date haven’t produced any reports illustrating the size of this sector in the country, with about 2 million SMEs in India; the industry players anticipate the market size to be $1 Billion. Cloud Telephony has created immense opportunities for small businesses operating out of small towns, new startups, SMEs, individuals who want to compete with their large, urban counterparts.